Call Center and Sales Support Supervisor

About the Role

BlueWave New Energy Technology Nigeria Company Limited is seeking an experienced professional to lead and manage our call center operations, combining sales growth initiatives with exceptional customer support.

Key Responsibilities

Sales Outbound & Performance Growth

• Build, train, and manage an outbound call team responsible for lead generation, customer activation, and conversion to achieve company sales targets
• Design effective sales call scripts and communication strategies tailored for different client segments (distributors, retail clients, and project customers)
• Develop and execute daily, weekly, and monthly outbound plans, and monitor KPIs such as call volume, connection rate, conversion rate, and revenue contribution
• Oversee the entire lead-to-order process, ensuring every interaction is properly recorded and tracked in the CRM system
• Work closely with the marketing team to follow up on campaign leads, reactivate dormant customers, and improve the conversion rate of marketing activities
• Analyze sales performance data, identify improvement opportunities, and provide insights to optimize call efficiency and close rates

After-Sales Support & Customer Satisfaction

• Supervise inbound and outbound service calls related to product installation, maintenance, troubleshooting, and customer complaints, ensuring professional and timely resolution
• Establish a structured follow-up and satisfaction survey system to maintain long-term customer relationships and identify cross-selling opportunities
• Build a closed-loop service mechanism, track the resolution of each issue, and report findings for product and service improvement
• Ensure all customer records, service tickets, and installation feedback are accurately updated in the CRM and call systems
• Support the after-sales department in coordinating with field technicians to ensure quick problem closure and feedback communication

Team Leadership & Management

• Recruit, train, evaluate, and motivate call center agents, building a sales-driven and service-oriented team
• Conduct regular training programs on sales techniques and customer service excellence